Many response group objects have action properties that accept RgsCallAction object. The RgsCallAction is used to determine what the system does when a call is received. Properties for RgsCallAction are as below:

• Action <Enumerator >: Action to be taken.
  • Terminate: will terminate the call (hang up).
  • TransferToQueue: call will be transferred to selected queue.
  • TransferToQuestion: call will be transferred to selected question.
  • TransferToUri: call will be transferred to selected SipUri.
  • TransferToVoiceMailUri: call will be transferred to selected voice mail URI.
  • TransferToPSTN: call will be transferred to selected PSTN (public switched telephone network).
• Prompt <CsRgsPrompt>: The prompt (audio file or Text To Speech) to be played.
• Question <CsRgsQuestion>: The question to transfer the call to.
• QueueID <CsRgsQueue>: Identity of the queue the call should be transferred to.
• Uri <String>: SIP address, voice mail URI or PSTN number the call should be transferred to.

At this point you might have noticed that I introduced a few new Rgs related cmdlets: CsRgsPrompt, CsRgsQuestion and CsRgsQueue. I will not go deep in this post about these objects but let me at least define for you what the goal of this objects is:

-          Prompt: Either an audio file played or a text that is read aloud by the TTS engine in order to supply caller with additional information.

-          Question: Provide the caller with choices (ex: press 1 for English, press 2 for French) and take action based on the callers' answer.

-          Queue: Hold the caller on hold until an agent is eligible to receive the call.

To create a call action you can either use the Lync Server Control Panel or the Lync Server Management Shell. However to add a prompt to a call action you have to use the Lync Server Management Shell.

Figure 1: Configuring a call action via Lync Server Control Panel

Let's create a call action via PowerShell:

1.       Open the Shell or Import the Lync module to your PowerShell console.
           PS C:\> Import-Module Lync

2.       If you want a prompt in you call action, create one
          PS C:\>  $prompt = New-CsRgsPrompt -TextToSpeechPrompt "Please hold the line, you are being transferred to our sales group".

3.       Create your call action object and define an action to your object
           PS C:\>  $ca = New-CsRgsCallAction -Action TransferToUri

4.       Now depending on the action you selected above enter a value in the correct property, not doing so will throw an exception when trying to use this call action with another object.
          PS C:\> $ca.Uri = "Ahmet@vdomain.com"

5.       Attach the prompt to your object
          PS C:\> $ca.Prompt = $prompt

Keep in mind that call actions can have only certain type of action depending on the parent object consuming them, below is a summary of the valid choices:

-          Workflow (NextTarget): TransferToQueue, TransferToQuestion

-          Workflow (BusinessHours, Holiday): Terminate, TransferToUri, TransferToVoiceMailUri

-          Answer: TransferToQueue, TransferToQuestion

-          Queue: Terminate, TransferToQueue, TransferToUri, TransferToVoicemailUri

We now have a call action object in memory ready to be used with either a RgsWorkflow, a RgsAnswer or a RgsQueue.